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MASTERING CONFLICT RESOLUTION SKILLS:. Dr. Alan Zimmerman, CSP, CPAE Speaker Hall of Fame. TODAY’S OUTLINE. Strategy #1: Minimize negative communication Strategy #2: Construct your criticism -- carefully Strategy #3: Ask for cooperation. TODAY’S OUTLINE.

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mastering conflict resolution skills

MASTERING CONFLICT RESOLUTION SKILLS:

Dr. Alan Zimmerman,

CSP, CPAE Speaker Hall of Fame

today s outline
TODAY’S OUTLINE
  • Strategy #1: Minimize negative communication
  • Strategy #2: Construct your criticism -- carefully
  • Strategy #3: Ask for cooperation
today s outline1
TODAY’S OUTLINE
  • Strategy #1: Minimize negative communication
today s outline2
TODAY’S OUTLINE
  • Strategy #1: Minimize negative communication
  • Strategy #2: Construct your criticism -- carefully
six criticism filters
SIX CRITICISM FILTERS
  • Are you giving the criticism to truly help the other person?

a. relationship

b. help

slide9
Is the timing right?

a. mood

b. permission

slide11
What does the other person need the most—criticism or praise?

a. communication

b. self-esteem, criticism

6 filters prior to criticism
6 FILTERS PRIOR TO CRITICISM
  • Are you giving the criticism to help the other person?
  • Can the person actually change the behavior you are criticizing?
  • Is this fairly new information?
6 filters prior to criticism1
6 FILTERS PRIOR TO CRITICISM
  • Is the timing right?
  • Are you willing to involve the other person in the discussion?
  • What does the other person need the most—criticism or praise?
today s outline3
TODAY’S OUTLINE
  • Strategy #1: Minimize negative communication
  • Strategy #2: Construct your criticism -- carefully
  • Strategy #3: Ask for cooperation
guidelines for asking
GUIDELINES FOR ASKING
  • Direct
  • Specific
  • Respectful
  • Positive
  • Polite
  • Firm
how to ask
HOW TO ASK

1. Will you __________________________?

2. When you do (positive consequence) .

3. If you don’t (negative consequence) .

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